PureEngage On-Premises

In our line of business, we have wide shifts and contracts connected to agent's profiles. However, each agent has a specific rotating pattern.

Can and how do we utilize the "Preferences" agent submit? Presently if the preference does not meet the rotating pattern the preference is denied.

If we remove rotating patterns, the preferences are accepted, however, the agents can be scheduled at any time of day

Thomas, 

Genesys has a calendar hierarchy associated with it. In the hierarchy, rotating patterns are higher than preferences so you can only do one or the other but not both. If you want to do agent preferences, you would have to unassign the staff from the rotating patterns unless you go in and grant all of the preferences.

       Calendar Object Hierarchy

When you enter more than one kind of Calendar item for an agent at the same time, a hierarchy determines which takes precedence. The higher priority item appears as Granted, and incompatible lower-priority items appear as Declined.

The order of priority for exceptions and preferences is:

1.Granted full-day exceptions.

2.Granted days off.

3.Granted full-day time off.

4.Granted availability.

5.Granted shifts.

6.Granted paid (working) hours.

7.Granted part-day exceptions, granted part-day time off.

8.Rotating patterns.

9.Preferred items (including exceptions, paid hours, and time off with preferred status).         

Theresa,

Thank you for the information. If I may ask a follow up question for you, if you can assist.
Since our agents have set schedules, what woudl be the best practice to be able to enable our agents to utilize the Preferences option in GENESYS. since we would not be able to use rotating patterns in the creation of our scenarios.
Also - I have noticed that Preference assigning is done a percentage basis, does it also review the forecast and assign preferences which meet the needs of the business?